Using Contact Groups
You can manage the groups associated with this employee account. A group is made up of one or more employees who are spprovers or decision-makers in the approval process. Common workflows requiring approvals include change requests and Knowledge Management.
Managers, supervisors and senior personnel are common members of groups. Groups are the same as contact groups.
Viewing the Group List
Log into the Service Desk Console as an administrator, and open the Contact Groups workspace. A list of groups appear with the following information:
- Name: The name of the group as stored within the business object.
- Group Type: The group type.
- Category: Optional. The group category.
- Status: The current status of the group.
- Modified By: The user name of the last person to modify the group.
- Modified On: The latest date the group was modified.
Click a group name to view its properties.
Creating a Group
You can create groups that appear within the group drop-down lists.
| 1. | Within the Contact Groups workspace, click New Contact Group from the toolbar. The Contact Group form appears. |
| 2. | Enter information into the fields. Not all fields might appear, depending on your logged in role. |
--fields--
| Fields | Description |
|---|---|
|
Group Name |
A unique display name for the group. |
|
Group Type |
The group type. Choose from the drop-down list. |
|
Problem Priority |
The default priority level to be managed by this group. Choose from the drop-down list. |
|
Change Type |
The default status for change items managed by this group. Choose from the drop-down list. |
|
Status |
The default change type for change items managed by this group.Choose from the drop-down list. |
|
Approval Type |
The default approval type for change items managed by this group.Choose from the drop-down list. |
|
Details |
Additional information related to this group. |
| 3. |
Click Save  from the toolbar.
The group now appears on the group list. |
Other Group Options
The following tabs appear on the Contact Group page.
Member
The Member page shows a list of member of this group. You can link or unlink group members from this page, or view details about a user.
Activity History
The activity history shows a list of activity pertaining to this group, such as email or notes. See Activity History.
Audit History
The audit history shows a list of events that have occurred pertaining to this group.
Modifying a Group
| 1. | Within the Contact Groups workspace, click the name of the group to modify. |
| 2. | Edit the group using the options described in Creating a Group. |
| 3. | Click Save. |
Deleting a Group
Any group can be deleted, including HEAT default groups.
|
Deleting a group can cause unexpected results in the approval process. Delete the group from a workflow before permanently deleting the group here. |
| 1. | Within the Contact Groups workspace, select the group to which to add members, but do not open its details. |
| 2. | Click Delete  from the toolbar. |
Adding Users to a Group
You can link and unlink users from the Contact Group page or under the Employee section Creating an Employee.
| 1. | Within the Contact Groups workspace, select the group to which to add members. The Group page appears. |
| 2. | At the bottom of the page under the Member tab, click Link. A list of users appears. |
| 3. | Select users from the list. You can select multiple users. |
| 4. | Click Select. The users appear in the member list. |
Unlinking Users from a Group
| 1. | Select a user name from the member list. |
| 2. | Click Unlink. The user no longer appears on the group list. |